Facebook and Instagram

Updated September 9, 2026

One Meta connection covers both networks. When you connect Facebook, Pluspoint picks up the Facebook Pages the authorising person administers. It also picks up the Instagram professional accounts linked to those Pages. That single connection powers Facebook reviews and replies, Messenger and Instagram conversations in the Inbox, and publishing posts, reels and stories to either network.

Before you start

Your team’s Account Settings permission must be Full, or you must be the account owner.

Sign in with a Facebook account that administers the Pages you want to manage. Meta also lets you sign in with an Instagram account, but Facebook rejects that sign-in for Pluspoint — see Facebook says you can’t connect with this account.

An Instagram account is only picked up if it is a professional account linked to a Facebook Page. There is no separate Instagram connect.

Allow pop-ups for app.pluspoint.io. Facebook’s dialog opens as a pop-up, and a blocker kills the flow with no error.

Have your Pluspoint locations created — Pages are mapped to existing locations.

Where to find it

Settings → Integrations, or go to https://app.pluspoint.io/account-settings/integrations.

Connect a Facebook account

Select Add integration.
Type Facebook into Search integrations, then select Connect on the Facebook row.
Sign in to Facebook in the pop-up that opens.
Choose the businesses and Pages you want to give Pluspoint access to.
Review the permissions and grant all of them. Declining any one of the required permissions fails the whole connect.
When the pop-up closes, the Manage integration modal opens with every Page Pluspoint found. Map the Pages to locations and select Save.

Pluspoint reads up to 100 Pages per connection.

Facebook says you can’t connect with this account

Meta Business Suite offers three ways to sign in: Continue with Facebook, Continue with Instagram and Log in with a managed Meta Account. Pluspoint connects through Facebook login, so it needs a Facebook account. If your browser is signed in to Meta with an Instagram account, the pop-up stops with You can’t connect to Pluspoint with this account and Choose a different account to proceed, with the Instagram username in a dropdown underneath. Nothing is wrong with your Pluspoint account or with the Page.

Switch to a Facebook account that has access to the Pages, without leaving the pop-up:

Open the dropdown showing the Instagram username and select Add another account. Facebook warns that you will be logged out of the Instagram account.
Sign in on the Facebook login form with the email or mobile number and password of the Facebook account.
The connect continues from step 4 above: choose the businesses and Pages, then grant every permission.

The Facebook account you switch to must be a member of the business portfolio that holds the Pages, with access to those Pages. To check who qualifies, open Meta Business Suite Settings → People: the icon next to each name shows whether that person joined with a Facebook or an Instagram account. If nobody has joined with a Facebook account, someone with full control of the portfolio invites one:

In Meta Business Suite, go to Settings, then select People in the left menu.
Select Invite people in the top right and enter the email address of the person’s Facebook account. Meta requires it to match the email used for that Facebook account.
Select Next, choose the business portfolio permissions, then select Next.
Select the Pages, along with the Instagram accounts linked to them, and the permissions, then select Invite.
The person accepts the invitation, then signs in to Facebook and runs the connect. Meta notes that it can take a few days before every feature becomes available to a new portfolio member.

Permissions Pluspoint requires

Every permission below must be granted.

Permission	What Pluspoint uses it for
`pages_show_list`	List the Pages the account administers so you can map them to locations
`pages_read_engagement`	Read Page content, including reviews and recommendations
`pages_manage_metadata`	Manage the Page settings Pluspoint needs to receive updates
`pages_messaging`	Send and receive Messenger conversations in the Inbox
`instagram_basic`	Read the Instagram professional account linked to the Page
`instagram_manage_messages`	Send and receive Instagram direct messages in the Inbox

Map Pages to locations

Instagram is not listed separately in the Manage integration modal — the Instagram professional account comes along with its Page automatically.

For each Page, choose Connect to location and pick the matching location from the Location dropdown, or choose Don’t connect.
Select Save.

A location can carry only one Page, so the Location dropdown hides locations that already hold a Facebook connection.

Reopen the modal later with Manage on the row. You can also work from the location: open a location at https://app.pluspoint.io/locations/manage and use Connect Profile on the Facebook & Instagram row. One row covers both networks.

Note You can connect more than one Facebook account. Each authorising person gets their own row with their own set of Pages. Different franchisees or agencies can each bring their own Pages into the same Pluspoint account.

What connecting Facebook gives you

Capability	Network	Where you use it
Reviews and recommendations collected, with replies posted back	Facebook	All reviews, Replying to reviews
Conversations in the Inbox	Facebook Messenger, Instagram direct messages	Using the Inbox
Posts, reels and stories	Facebook, Instagram	Creating and scheduling posts
Page details synced to the location	Facebook	Managing locations

Messaging needs one more step: the integration authorises Pluspoint, but each conversation stream runs through a channel. Create a Facebook Messenger channel and an Instagram channel and bind each to the right Page.

Post character and media limits differ per network — see Platform requirements and limits.

Reconnect a Facebook account

A row shows Reconnect when its status is Disconnected. That happens when the Meta token stops working — access removed at Meta, a password change, or permissions withdrawn. Pluspoint emails the account when it happens. A healthy connection renews itself and does not normally need reconnecting.

Select Reconnect on the Facebook row.
Sign in as the same Facebook user and grant access to the same businesses and Pages.

Warning Reconnecting is only fully restorative if you re-grant the same Pages. Any location whose Page is not returned by Facebook this time is set to Disconnected. Its official Facebook reviews are hidden, and reviews collected without the connection show in the feed again.

Disconnect a Facebook account

Warning Deleting the Facebook integration deletes the Facebook reviews Pluspoint has stored for the linked locations and disables your Messenger and Instagram channels. The confirmation dialog does not say so. If the connection has merely stopped working, use Reconnect instead.

Select Delete on the Facebook row, or Delete at the bottom left of the Manage integration modal.
Confirm on the Delete integration? dialog.

What happens	Detail
Access revoked at Meta	Pluspoint’s access to the account, its Pages and their Instagram accounts is revoked.
Official Facebook profiles and their reviews deleted	The Facebook profiles at the linked locations are deleted, and the Facebook reviews Pluspoint stored for them go with them.
Instagram profiles deleted	Instagram carries no reviews, so nothing else is lost with them.
Messenger and Instagram channels disabled	Every channel owned by that connection is set to Disabled. The conversations stay in your Inbox, but the channel stops sending and receiving.
Location links removed	The Facebook connection is removed from each linked location.
Reviews collected without the connection reappear	Facebook reviews collected without the official connection show in the feed again.

If two Facebook accounts are connected, deleting one leaves the other and its Pages, channels and reviews untouched.

To unlink a single location without touching the integration, open the location, find the Integrations section, open the Facebook & Instagram row menu and choose Disconnect.

Troubleshooting

Symptom	Cause	Fix
Nothing happens when you select Connect	The Facebook dialog is a pop-up and your browser blocked it	Allow pop-ups for `app.pluspoint.io` and try again
”You can’t connect to Pluspoint with this account. Choose a different account to proceed” in the Facebook pop-up	You are signed in to Meta with an Instagram account, and Pluspoint needs a Facebook account	Select Add another account in the pop-up and sign in with a Facebook account that administers the Pages — see Facebook says you can’t connect with this account
”Couldn’t connect integration” straight after the Facebook dialog	One of the six required permissions was declined, or Pluspoint could not read the authorising Facebook account	Start the connect again and grant every permission Facebook asks for
A Page you administer is not listed in Manage integration	It was not selected in Facebook’s business and Page picker, or you signed in as a person who does not administer it	Select Reconnect and include the Page, or connect the account that administers it
Instagram is not listed anywhere	Instagram is never listed separately — it follows its Page	Confirm the Instagram account is a professional account linked to the Page, then reconnect. See Instagram won’t connect to Inbox
A location dropped to Disconnected after a reconnect	Its Page was not re-granted in Facebook’s picker	Reconnect again and include that Page
New Facebook reviews are not showing yet	New Facebook reviews can take up to a day to arrive	Check again later
Messenger or Instagram messages do not arrive	The integration is connected but no channel exists, or the channel is disabled	Create or re-enable the Messenger or Instagram channel
”This online profile is already connected to another location. Please choose a different profile or disconnect it from the current location before proceeding”	The Page is linked to a different Pluspoint location	Disconnect it there first — see Resolving profile conflicts
Connect Profile on the location is greyed out with “Connect your Facebook account in the Integration settings to continue”	No Facebook account is connected on the Integrations page	Connect Facebook first — selecting the row takes you there